Restrictions: Please be advised that All orders containing Body Mists will ship via USPS Ground, No Exceptions! Per Federal Guidelines, they’re restricted from All air mail services because of their flammable components.

System Glitch: In the event of a system glitch beyond our control, orders may be shipped via an alternate carrier at no additional cost to our customers. We will contact you first, if accepted updated tracking information will be provided.

• For example: customer selected USPS shipping and there’s a system glitch that won’t allow us to print labels. After confirmation, we will ship your order via UPS to avoid an extended delay.

Initial Delivery Fee: Shipping is automatically calculated at Checkout by UPS and USPS. Shipping fees are calculated based on delivery location and the total weight of your package.

2nd Delivery: If your order is returned to us because it couldn't be delivered, we will notify you via email. Re-Delivery fee is required for a 2nd Delivery attempt, No Exceptions!

• Customer must respond to our email within 72 hrs to discuss a 2nd delivery.

• Fee covers the cost of new packaging and a new shipping label, as the first is no longer valid. Once the Re-Delivery fee is paid, your package will be shipped end of day or on the next business day.

Order Processing: After placing your order, you will receive an Order Confirmation email with your purchase info. Please allow 2-3 Business Days for your order to be processed.

• Business days are MONDAY- FRIDAY only, does not include weekends or holidays that may fall on a weekday.

Order Tracking: Once your order has been shipped, you will receive another email with your tracking number. 

• Customers are responsible for tracking at all times once your order has been shipped. Carriers give the option to turn on text and email notifications.
  
  
• Please Do Not DM, Comment or Tag Us on social media posts about your order. ALL order communications, updates, etc. will be handled via customer service on our Contact Us page.

Yes, but it’s not guaranteed. Please contact us prior to placing an order to confirm product availability and potential arrival times. 

• All Rush Orders are shipped via UPS only, No Exceptions!
  
  
• Body Mist ineligible for Rush Order Shipping, only available for Rush Local Pickup!

Delivered but Missing: Please look around your property, check with your neighbors, mailroom, property management, etc. to see if it was accidentally delivered to them.

• Occasionally carriers will mark packages as delivered well in advance of the actual delivery stop, it may still be on the delivery truck.
  
• Unfortunately we are unable to assist you with locating your package, as we have access to the same tracking information as you. Please reach out to the carrier for further assistance or to file a claim if it doesn’t arrive by the end of the day.

Package Held for Pickup: If you received a notice that your package was held for Pickup, Please Contact the carrier to have it released. Have your tracking number ready and present the slip left by the carrier during in-person pickup.

Please do not intentionally refuse delivery in an attempt to get a refund or to file a chargeback! 

• Changing your mind, no longer wanting your order and/or needing the money back doesn’t entitle customer to a refund. We will fight every fraudulent attempt, as we fulfilled the terms of our merchant-customer agreement.

Please Be Advised: Upon submitting an order customer agrees to adhere to ALL Policies, Terms and Conditions. If customer doesn’t agree, you do not have permission to submit orders on our website. Policies are clearly expressed on our website and linked on individual product pages.

Unfortunately if multiple orders are placed, multiple packages will be shipped to you. We do not wait to combine orders, as it would delay processing and shipping. 

• We do not refund shipping costs for multiple packages.

Online Orders scheduled to be shipped may not be changed to Local Pickup. Read more about our Policy Here.

Currently we do not ship to AFO, FPO Boxes or non-residential areas. 

• Ground Advantage: 1st Class USPS is tentatively 5-8 Business Days from ship date, not order date.
  
  
• Priority Shipping: USPS Priority is tentatively 3-5 Business Days from ship date, not order date.

• No International Shipping

• UPS Ground: Tentatively 3-5 Business Days from ship date, not order date.

• UPS Next Day Air: Delivery by 10:30 am on the next Business Day after shipping.

• UPS 2nd Day Air: Tentatively 2-3 Business Days from ship date, not order date.

• No International Shipping

We are located in Western New York, we experience rough winter storms that may impact order pickups and deliveries. 

Please be advised that there may be shipping delays during sales and holidays. We process orders as they come in, so we will do our best to keep shipping delays down on our end. We are not responsible for shipping delays once the package is in the possession of the carrier (USPS, UPS, etc…).

• This includes, but is not limited to: delays due to weather, natural disasters, health crisis, COVID-19, civil unrest, curfews, city/ county/ state/ country-wide shutdowns, holidays, carrier related issues, etc.

Please Be Advised: Our Shipping Tips do not constitute a Directive, Advice or Recommendation of third party services, etc. Please use your own discretion, as the choice is completely yours. Ellie Shai assumes no responsibility or liability for the outcome of using one of these services.

• Some Carriers allow packages to be held for pickup at the Main Shipping Facilities, the UPS store, and Secure Access Point locations.

• This is to ensure your package doesn’t get stolen, should you be away from home during delivery or live in an area with a lot of package thefts.

• Please Be Advised that additional taxes and fees may apply. Customer is responsible for all additional fees.

All packages are inspected, wrapped and secured before they’re transfer to the shipping carrier.

• ELLIE SHAI is not responsible for packages damaged, lost or stolen in transit. But we will do our best to work with you.

• Please inspect your order immediately upon receiving it. You have 48 hours from delivery to alert us, so we can evaluate the issue. Have pictures and videos of damaged product(s) and shipping box ready to send to us and the carrier. 
  
  
• A damage claim must be filed by the customer and approved by the carrier in order to initiate any replacement from ELLIE SHAI.
  
  
• Please be mindful that any and all replacements are done at the discretion of ELLIE SHAI and subject to availability. As some products may be out of season, discontinued, etc. 

• ELLIE SHAI IS NOT LIABLE FOR DELAYED, DAMAGED, LOST OR STOLEN PACKAGES.

By placing an order, you agree to be bound by the Terms and Conditions set out below. If you DO NOT agree to be bound by these Terms and Conditions, you may not place an order with ELLIE SHAI. 

PRODUCT FAQs: Body FAQs; Home Fragrance FAQs; Candle Care.

CUSTOMER SUPPORT: Order FAQs; Refund Policy; Shipping Policy; Local Pickup Policy.

SHOPIFY: Privacy Policy; Terms of Service. 

It is the responsibility of the customer to become familiar with our Policies prior to submitting an order.